Brandedthe callAnswered thecall within 10seconds (micdown vs up)Ready to takethe callSent anACE toa peerRemainedconversationalRecapped the callprior toending/transferringDidn'tover talkthecustomerDispositionedthe callproperlyAskedprobingquestionsAssistedin thegroupchatFollowed theproper 5-point holdprocedureBuild rapportaround thesmart deviceLeftdetailednotesDeliveredanexceptionalexperienceAssured thecustomerthat we canassistProvidedclearinstructionsConfirmed thereason forcalling outsideof thecompassionstatementTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingAsked "if there'sanything else toassist with" priorto transfer/callendingWarmTransferUsedtoolsReassuredthe customerwith 3 powerwordsCelebratedwins with thecustomer(reassurance)Troubleshootedthe issuebeforetransferringAcknowledgethe customerby their nameSharedbestpracticeswith a peerEnthusedtone fromstart tofinishMentionedtheoutboundscriptScheduleda callbackBrandedthe callAnswered thecall within 10seconds (micdown vs up)Ready to takethe callSent anACE toa peerRemainedconversationalRecapped the callprior toending/transferringDidn'tover talkthecustomerDispositionedthe callproperlyAskedprobingquestionsAssistedin thegroupchatFollowed theproper 5-point holdprocedureBuild rapportaround thesmart deviceLeftdetailednotesDeliveredanexceptionalexperienceAssured thecustomerthat we canassistProvidedclearinstructionsConfirmed thereason forcalling outsideof thecompassionstatementTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingAsked "if there'sanything else toassist with" priorto transfer/callendingWarmTransferUsedtoolsReassuredthe customerwith 3 powerwordsCelebratedwins with thecustomer(reassurance)Troubleshootedthe issuebeforetransferringAcknowledgethe customerby their nameSharedbestpracticeswith a peerEnthusedtone fromstart tofinishMentionedtheoutboundscriptScheduleda callback

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
B
2
G
3
G
4
I
5
N
6
N
7
I
8
G
9
I
10
N
11
O
12
O
13
O
14
I
15
O
16
G
17
B
18
O
19
O
20
I
21
G
22
B
23
B
24
I
25
N
26
N
27
G
28
B
29
B
  1. B-Branded the call
  2. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  3. G-Sent an ACE to a peer
  4. I-Remained conversational
  5. N-Recapped the call prior to ending/transferring
  6. N-Didn't over talk the customer
  7. I-Dispositioned the call properly
  8. G-Asked probing questions
  9. I-Assisted in the group chat
  10. N-Followed the proper 5-point hold procedure
  11. O-Build rapport around the smart device
  12. O-Left detailed notes
  13. O-Delivered an exceptional experience
  14. I-Assured the customer that we can assist
  15. O-Provided clear instructions
  16. G-Confirmed the reason for calling outside of the compassion statement
  17. B-Tailored the empathy statement to the reason for calling
  18. O-Owned the resolution with positive phrasing
  19. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  20. I-Warm Transfer
  21. G-Used tools
  22. B-Reassured the customer with 3 power words
  23. B-Celebrated wins with the customer (reassurance)
  24. I-Troubleshooted the issue before transferring
  25. N-Acknowledge the customer by their name
  26. N-Shared best practices with a peer
  27. G-Enthused tone from start to finish
  28. B-Mentioned the outbound script
  29. B-Scheduled a callback